Difference between revisions of "GGUS:NGI IT Interface FAQ"

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Interface decommissioned.
 
<!--
 
 
{{GGUS-Interfaces
 
{{GGUS-Interfaces
 
|Unit=NGI_IT
 
|Unit=NGI_IT
|Updated=2011-10-04
+
|link=https://xgus.ggus.eu/ngi_it/
|link=https://ticketing.cnaf.infn.it/checklist-new/modules/xhelp/
+
|tech-name-of-tool=BMC Remedy
|tech-name-of-tool=xoops/xhelp
+
|tech-prog-lang=n.a.
|tech-prog-lang=PHP
+
|tech-redundancy=Yes
|tech-redundancy=No
+
|tech-docu-link=https://xgus.ggus.eu/ngi_it/
|tech-docu-link=n.a.
+
|transfer-from-ggus=Both applications are based on Remedy AR System. They are running on the same server. Data transfer is done by Remedy workflow.
|transfer-from-ggus=Data transfer from GGUS system to the Italian ticketing system is done using SOAP web services.
 
The Italian xoops system provides an “OpCreate” operation for submitting tickets and a “TicketModify” operation for updating tickets. Attachments are synchronized using the “TicketModify” operation too.
 
 
|field-mapping create from GGUS to Unit={{{!}}border="1"
 
|field-mapping create from GGUS to Unit={{{!}}border="1"
 
!      GGUS system {{!!}} NGI_IT ticketing system
 
!      GGUS system {{!!}} NGI_IT ticketing system
 
{{!}}-
 
{{!}}-
{{!}}Notified Site {{!!}} Affected Site
+
{{!}}Affected Site {{!!}} Affected Site
 
{{!}}-
 
{{!}}-
 
{{!}}Attachment Data {{!!}} Attachment Data
 
{{!}}Attachment Data {{!!}} Attachment Data
Line 20: Line 16:
 
{{!}}Attachment Name {{!!}} Attachment Name
 
{{!}}Attachment Name {{!!}} Attachment Name
 
{{!}}-
 
{{!}}-
{{!}}Date/Time Of Problem {{!!}} Added by XOOPS
+
{{!}}Date/Time Of Problem {{!!}} Date/Time Of Problem
 
{{!}}-
 
{{!}}-
 
{{!}}Description {{!!}} Description
 
{{!}}Description {{!!}} Description
 
{{!}}-
 
{{!}}-
{{!}}Public Diary {{!!}} Diary Of Steps
+
{{!}}Internal Diary {{!!}} Internal Diary
 
{{!}}-
 
{{!}}-
{{!}}E-mail    {{!!}} E-mail
+
{{!}}Last Login         {{!!}} Last Login
 
{{!}}-
 
{{!}}-
{{!}}Internal Diary {{!!}} Response
+
{{!}}Last Modifier {{!!}} Last Modifier
 
{{!}}-
 
{{!}}-
{{!}}Last Login (hidden){{!!}} Last Login (hidden)
+
{{!}}Priority         {{!!}} Priority
{{!}}-
 
{{!}}Last Modifier (hidden){{!!}} Last Modifier (hidden)
 
{{!}}-
 
{{!}}Loginname (hidden) {{!!}} Login
 
{{!}}-
 
{{!}}Origin SG (hidden) {{!!}} Origin SG
 
 
{{!}}-
 
{{!}}-
{{!}}Priority         {{!!}} Priority
+
{{!}}Public Diary {{!!}} Public Diary
 
{{!}}-
 
{{!}}-
 
{{!}}Responsible Unit {{!!}} Responsible Unit
 
{{!}}Responsible Unit {{!!}} Responsible Unit
 
{{!}}-
 
{{!}}-
{{!}}Request-ID {{!!}} Origin ID
+
{{!}}Request-ID {{!!}} Request-ID
 
{{!}}-
 
{{!}}-
{{!}}Short Description  {{!!}} Short Description
+
{{!}}Short Description  {{!!}} Short Description
 
{{!}}-
 
{{!}}-
 
{{!}}Status         {{!!}} Status
 
{{!}}Status         {{!!}} Status
{{!}}-
 
{{!}}Target ID (hidden) {{!!}} XOOPS ID
 
 
{{!}}-
 
{{!}}-
 
{{!}}Type Of Problem {{!!}} Type Of Problem
 
{{!}}Type Of Problem {{!!}} Type Of Problem
{{!}}-
 
{{!}}VO Specific {{!!}} VO Specific
 
{{!}}-
 
{{!}}Login      {{!!}} Loginname
 
{{!}}-
 
{{!}}Submitter  {{!!}} Name
 
{{!}}-
 
{{!}}Share With  {{!!}} Involve Others
 
{{!}}-
 
{{!}}Related Issue  {{!!}} Related Issue
 
{{!}}-
 
{{!}}Affected VO  {{!!}} Affected VO
 
{{!}}-
 
{{!}}MoU Area  {{!!}} MoU Area
 
 
{{!}}}
 
{{!}}}
  
Line 70: Line 44:
 
!      GGUS system {{!!}} NGI_IT ticketing system
 
!      GGUS system {{!!}} NGI_IT ticketing system
 
{{!}}-
 
{{!}}-
{{!}}Notified Site {{!!}} Affected Site
+
{{!}}Affected Site {{!!}} Affected Site
 
{{!}}-
 
{{!}}-
 
{{!}}Attachment Data {{!!}} Attachment Data
 
{{!}}Attachment Data {{!!}} Attachment Data
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{{!}}Attachment Name {{!!}} Attachment Name
 
{{!}}Attachment Name {{!!}} Attachment Name
 
{{!}}-
 
{{!}}-
{{!}}Detailed Solution {{!!}} Response
+
{{!}}Detailed Solution {{!!}} Detailed Solution
 
{{!}}-
 
{{!}}-
{{!}}Internal Diary {{!!}} Response
+
{{!}}Internal Diary {{!!}} Internal Diary
 
{{!}}-
 
{{!}}-
{{!}}Last Login (hidden){{!!}} Last Login (hidden)
+
{{!}}Last Login         {{!!}} Last Login
 
{{!}}-
 
{{!}}-
{{!}}Last Modifier (hidden){{!!}} Last Modifier (hidden)
+
{{!}}Last Modifier {{!!}} Last Modifier
{{!}}-
 
{{!}}Origin SG (hidden) {{!!}} Origin SG
 
 
{{!}}-
 
{{!}}-
 
{{!}}Priority         {{!!}} Priority
 
{{!}}Priority         {{!!}} Priority
 
{{!}}-
 
{{!}}-
{{!}}Public Diary {{!!}} Response
+
{{!}}Public Diary {{!!}} Public Diary
 
{{!}}-
 
{{!}}-
 
{{!}}Responsible Unit {{!!}} Responsible Unit
 
{{!}}Responsible Unit {{!!}} Responsible Unit
 
{{!}}-
 
{{!}}-
{{!}}Request-ID {{!!}} Origin ID
+
{{!}}Subject            {{!!}} Short Description
{{!}}-
 
{{!}}Subject            {{!!}} Short Description
 
 
{{!}}-
 
{{!}}-
 
{{!}}Status         {{!!}} Status
 
{{!}}Status         {{!!}} Status
{{!}}-
 
{{!}}Target ID (hidden) {{!!}} XOOPS ID
 
 
{{!}}-
 
{{!}}-
 
{{!}}Type Of Problem {{!!}} Type Of Problem
 
{{!}}Type Of Problem {{!!}} Type Of Problem
{{!}}-
 
{{!}}VO Specific {{!!}} VO Specific
 
{{!}}-
 
{{!}}Share With  {{!!}} Involve Others
 
{{!}}-
 
{{!}}Related Issue  {{!!}} Related Issue
 
{{!}}-
 
{{!}}Affected VO  {{!!}} Affected VO
 
{{!}}-
 
{{!}}MoU Area  {{!!}} MoU Area
 
 
{{!}}}
 
{{!}}}
 
+
|transfer-to-ggus=Both applications are based on Remedy AR System. They are running on the same server. Data transfer is done by Remedy workflow.
|transfer-to-ggus=Data transfer from the Italian ticketing system to GGUS is done using SOAP web services.
 
Available operations are of GGUS system are:
 
* OpCreate and
 
* TicketModify.
 
 
|field-mapping create from Unit to GGUS={{{!}}border="1"
 
|field-mapping create from Unit to GGUS={{{!}}border="1"
 
!      GGUS system {{!!}} NGI_IT ticketing system
 
!      GGUS system {{!!}} NGI_IT ticketing system
Line 126: Line 80:
 
{{!}}Attachment Name {{!!}} Attachment Name
 
{{!}}Attachment Name {{!!}} Attachment Name
 
{{!}}-
 
{{!}}-
{{!}}Date/Time Of Problem {{!!}}  Added by XOOPS
+
{{!}}Date/Time Of Problem {{!!}}  Date/Time Of Problem
 +
{{!}}-
 +
{{!}}Diary Of Steps {{!!}} Public Diary
 
{{!}}-
 
{{!}}-
 
{{!}}Description {{!!}} Description
 
{{!}}Description {{!!}} Description
 
{{!}}-
 
{{!}}-
{{!}}Detailed Solution {{!!}} Response
+
{{!}}Detailed Solution {{!!}} Detailed Solution
{{!}}-
 
{{!}}E-mail    {{!!}} E-mail
 
{{!}}-
 
{{!}}Internal Diary {{!!}} Response
 
 
{{!}}-
 
{{!}}-
{{!}}Last Login (hidden){{!!}} Last Login (hidden)
+
{{!}}Internal Diary {{!!}} Internal Diary
 
{{!}}-
 
{{!}}-
{{!}}Loginname (hidden) {{!!}} Login
+
{{!}}Last Login         {{!!}} Last Login
 
{{!}}-
 
{{!}}-
{{!}}Origin SG (hidden) {{!!}} Origin SG
+
{{!}}Last Modifier {{!!}} Last Modifier
 
{{!}}-
 
{{!}}-
 
{{!}}Priority         {{!!}} Priority
 
{{!}}Priority         {{!!}} Priority
 
{{!}}-
 
{{!}}-
{{!}}Public Diary {{!!}} Response
+
{{!}}Public Diary {{!!}} Public Diary
 
{{!}}-
 
{{!}}-
 
{{!}}Responsible Unit {{!!}} Responsible Unit
 
{{!}}Responsible Unit {{!!}} Responsible Unit
 
{{!}}-
 
{{!}}-
{{!}}Request-ID {{!!}} Origin ID
+
{{!}}Request-ID {{!!}} Request-ID
 +
{{!}}-
 +
{{!}}Short Description  {{!!}} Short Description
 
{{!}}-
 
{{!}}-
{{!}}Short Description  {{!!}} Short Description
+
{{!}}Short Solution    {{!!}} Short Solution
 
{{!}}-
 
{{!}}-
 
{{!}}Status         {{!!}} Status
 
{{!}}Status         {{!!}} Status
{{!}}-
 
{{!}}Target ID (hidden) {{!!}} XOOPS ID
 
 
{{!}}-
 
{{!}}-
 
{{!}}Type Of Problem {{!!}} Type Of Problem
 
{{!}}Type Of Problem {{!!}} Type Of Problem
{{!}}-
 
{{!}}VO Specific {{!!}} VO Specific
 
 
{{!}}}
 
{{!}}}
  
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{{!}}Attachment Name {{!!}} Attachment Name
 
{{!}}Attachment Name {{!!}} Attachment Name
 
{{!}}-
 
{{!}}-
{{!}}Date/Time Of Problem {{!!}} Added by XOOPS
+
{{!}}Diary Of Steps {{!!}} Public Diary
 
{{!}}-
 
{{!}}-
{{!}}Description {{!!}} Description
+
{{!}}Detailed Solution {{!!}} Detailed Solution
 
{{!}}-
 
{{!}}-
{{!}}Detailed Solution {{!!}} Response
+
{{!}}Internal Diary {{!!}} Internal Diary
 
{{!}}-
 
{{!}}-
{{!}}E-mail    {{!!}} E-mail
+
{{!}}Last Login         {{!!}} Last Login
 
{{!}}-
 
{{!}}-
{{!}}Internal Diary {{!!}} Response
+
{{!}}Last Modifier {{!!}} Last Modifier
{{!}}-
 
{{!}}Last Login (hidden){{!!}} Last Login (hidden)
 
{{!}}-
 
{{!}}Loginname (hidden) {{!!}} Login
 
{{!}}-
 
{{!}}Origin SG (hidden) {{!!}} Origin SG
 
 
{{!}}-
 
{{!}}-
 
{{!}}Priority         {{!!}} Priority
 
{{!}}Priority         {{!!}} Priority
 
{{!}}-
 
{{!}}-
{{!}}Public Diary {{!!}} Response
+
{{!}}Public Diary {{!!}} Public Diary
 
{{!}}-
 
{{!}}-
 
{{!}}Responsible Unit {{!!}} Responsible Unit
 
{{!}}Responsible Unit {{!!}} Responsible Unit
 
{{!}}-
 
{{!}}-
{{!}}Request-ID {{!!}} Origin ID
+
{{!}}Subject            {{!!}} Short Description
{{!}}-
 
{{!}}Short Description  {{!!}} Short Description
 
 
{{!}}-
 
{{!}}-
 
{{!}}Status         {{!!}} Status
 
{{!}}Status         {{!!}} Status
{{!}}-
 
{{!}}Target ID (hidden) {{!!}} XOOPS ID
 
 
{{!}}-
 
{{!}}-
 
{{!}}Type Of Problem {{!!}} Type Of Problem
 
{{!}}Type Of Problem {{!!}} Type Of Problem
{{!}}-
 
{{!}}VO Specific {{!!}} VO Specific
 
 
{{!}}}
 
{{!}}}
  
|attachments=Attachments are handled in a separate web service. The available operation is:
+
|attachments=Both applications are based on Remedy AR System. They are running on the same server. Attachment transfer is done by Remedy workflow.
* AddAttachment
 
 
|Comments=n.a.
 
|Comments=n.a.
 
}}
 
}}
-->
 
 
<!-- not used |more= -->
 
<!-- not used |more= -->

Revision as of 16:33, 2 December 2014

GGUS-logo.jpg


GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk


FAQ for the Interface between GGUS and NGI_IT Ticketing System

Reference link

https://xgus.ggus.eu/ngi_it/

Technical details

Name of the Tool 
BMC Remedy
Programming language 
n.a.
Redundancy 
Yes
Help, Documentation, Example code
https://xgus.ggus.eu/ngi_it/

Data transfer from GGUS to NGI_IT ticketing system

Both applications are based on Remedy AR System. They are running on the same server. Data transfer is done by Remedy workflow.

Field mapping create from GGUS to NGI_IT

GGUS system NGI_IT ticketing system
Affected Site Affected Site
Attachment Data Attachment Data
Attachment Name Attachment Name
Date/Time Of Problem Date/Time Of Problem
Description Description
Internal Diary Internal Diary
Last Login Last Login
Last Modifier Last Modifier
Priority Priority
Public Diary Public Diary
Responsible Unit Responsible Unit
Request-ID Request-ID
Short Description Short Description
Status Status
Type Of Problem Type Of Problem

Field mapping modify from GGUS to NGI_IT

GGUS system NGI_IT ticketing system
Affected Site Affected Site
Attachment Data Attachment Data
Attachment Name Attachment Name
Detailed Solution Detailed Solution
Internal Diary Internal Diary
Last Login Last Login
Last Modifier Last Modifier
Priority Priority
Public Diary Public Diary
Responsible Unit Responsible Unit
Subject Short Description
Status Status
Type Of Problem Type Of Problem

Data transfer from NGI_IT ticketing system to GGUS

Both applications are based on Remedy AR System. They are running on the same server. Data transfer is done by Remedy workflow.

Field mapping create from NGI_IT to GGUS

GGUS system NGI_IT ticketing system
Affected Site Affected Site
Attachment Data Attachment Data
Attachment Name Attachment Name
Date/Time Of Problem Date/Time Of Problem
Diary Of Steps Public Diary
Description Description
Detailed Solution Detailed Solution
Internal Diary Internal Diary
Last Login Last Login
Last Modifier Last Modifier
Priority Priority
Public Diary Public Diary
Responsible Unit Responsible Unit
Request-ID Request-ID
Short Description Short Description
Short Solution Short Solution
Status Status
Type Of Problem Type Of Problem

Field mapping modify from NGI_IT to GGUS

GGUS system NGI_IT ticketing system
Affected Site Affected Site
Attachment Data Attachment Data
Attachment Name Attachment Name
Diary Of Steps Public Diary
Detailed Solution Detailed Solution
Internal Diary Internal Diary
Last Login Last Login
Last Modifier Last Modifier
Priority Priority
Public Diary Public Diary
Responsible Unit Responsible Unit
Subject Short Description
Status Status
Type Of Problem Type Of Problem

Attachments

Both applications are based on Remedy AR System. They are running on the same server. Attachment transfer is done by Remedy workflow.

Comments

n.a.

What if I have questions which are not dealt with by this FAQ?

Open a GGUS ticket

indicating that it should be directed at the GGUS team.

Search